Licensing issues
License-tier changes, "won’t open", refreshing your license, and device limits.
When the wrong plan shows up, a feature you expect is locked, the app won't open past a full-screen license notice, or you can't activate on a new machine — this page walks you through the fix. Work the matching problem below in order; the first check resolves most cases.
Almost every license question comes down to one habit: get Scanix to re-check in with your account. It already does this on its own every few minutes, but you can force an immediate check, which is the fastest fix right after a renewal, an upgrade, or an admin change.
Where the license lives
Everything here happens in Settings → License unless noted. Open Settings from the left navigation and choose License to see your tier, the Included in your plan grid, and the management actions referenced below.
Your plan or tier looks wrong, or a feature is unexpectedly locked
Problem: You upgraded, renewed, or had an admin change your plan, but Scanix still shows the old tier — or a feature you now pay for still appears locked.
Fix: Scanix caches your license between its automatic check-ins, so a just-made change can take a few minutes to appear. Force the check, and if it still lags, restart the app.
Force an immediate license check
In Settings → License, find the Check for updates card and click Check now. Scanix contacts your account straight away and refreshes the tier, the renewal countdown, and the Included in your plan grid.
If it still shows the old plan, restart Scanix
Close Scanix completely and reopen it. A fresh launch re-reads your license from your account and clears any stale cached state.
Confirm the tier and features
Back in Settings → License, check that the tier name at the top of the card matches your plan and that the feature you expected now appears in the Included in your plan grid.
Locked features are shown on purpose
If a feature belongs to a higher tier, Scanix still displays it with a small padlock and a short upgrade prompt rather than hiding it — so a padlock means the capability exists but isn't in your current plan, not that something is broken. See Plans & feature access for what each tier unlocks.
Screenshot
The Settings → License screen with the tier name at the top, the Included in your plan grid below it, and the Check for updates card with its Check now button. — shot troubleshooting-licensing-issues-01
The app won't open past a full-screen license notice
Problem: Scanix shows a full-screen message — for example Your trial has ended, Your subscription has been canceled, Payment failed, License revoked, This device was signed out, or Can't verify your license — and you can't get into the app behind it.
Fix: This screen appears when your account reports that this device's seat is no longer usable. It is not dismissable by clicking around it; the way out is to resolve the underlying state and re-check your license. Two buttons are always available on it: Refresh license and Sign out.
Read which state it names
The notice tells you why it appeared and offers an action for it — for example Choose a plan when a trial ended, Renew subscription when a subscription was canceled, Update card after a failed payment, or Sign in to re-activate when this device's seat was freed from your account. Use that action first if it matches your situation. The billing actions open your account in a browser; Sign in to re-activate reopens the sign-in flow so this device can claim its seat again.
Click Refresh license
Once you've resolved the cause (renewed, updated your card, or signed back in), click Refresh license on the notice. Scanix re-checks with your account, and if the seat is healthy again the screen clears and drops you back exactly where you were.
If it says it can't verify your license, check your connection
A Can't verify your license notice means Scanix couldn't reach the license server. Connect to the internet and click Refresh license again — Scanix needs to check in periodically to keep your seat active.
Still stuck? Sign out and reactivate
As a last resort, click Sign out on the notice. This clears the local license on this device and returns you to the activation screen, where you can enter your activation key again — the same key-entry and offline steps covered under Activation itself fails or the key won't take below.
Refresh is rate-limited
Refresh license waits a few seconds between attempts, so clicking it repeatedly won't help. If a refresh fails with a connection message, wait a moment and try once more rather than hammering the button.
Screenshot
The full-screen license notice with its title and explanation, the action button for the named state, and the Refresh license and Sign out buttons below it. — shot troubleshooting-licensing-issues-02
You hit the device limit when activating a new machine
Problem: You try to activate Scanix on a computer and it reports that all your seats are in use — for example All 3 seats are in use — and won't activate this machine.
Fix: Each tier includes a fixed number of device seats, and a license can only run on as many machines at once as it has seats. To bring a new machine online you need to free one of the seats already in use. Scanix offers the choice right in the activation flow.
Read the seat list
When activation hits the limit, Scanix lists the devices currently holding your seats, with each one's label and when it was last seen. This is the same list of machines counting against your allowance.
Replace a device you no longer use
Pick the machine you want to retire and click Replace this device next to it. Scanix frees that seat and activates the computer in front of you in its place. The replaced device is signed out on its next license check.
Or free a seat from your account portal
If you'd rather manage seats from the web, free one in your account portal instead, then come back and activate this machine. You can also free a seat directly on the machine you're retiring: open Settings → License there and use Sign this device out, which releases its seat so it becomes available again.
Moving a license after a hardware change
If Scanix stops recognising a machine you didn't change machines on — typically after swapping its motherboard, disk, or network card — that's a binding problem, not a seat shortage. Use Move license to this device in Settings → License to re-bind it; you'll type TRANSFER to confirm, and your prior installation is released. For how seats and device binding work, see Plans & feature access.
Screenshot
The activation device-limit panel listing the machines currently using seats, each with a Replace this device button. — shot troubleshooting-licensing-issues-03
Activation itself fails or the key won't take
Problem: Entering your activation key returns an error, or you have no internet on the machine you're setting up.
Fix: This is an activation problem rather than a license-state problem. Both routes — entering a key, and activating an air-gapped machine offline through the portal — live in Settings → License, in the Have an activation key? and No internet? Activate offline cards.
Re-enter the key carefully
In Settings → License, paste your key into the Have an activation key? field and click Activate. Keys are case- and format-sensitive, so paste rather than retype where you can.
No internet? Activate offline
If the machine can't reach the internet, the No internet? Activate offline card walks you through three steps — copy this device's code, open the activation portal on another machine and download the file it gives you, then load that file back here. You can also paste the portal's activation text instead of loading a file.
Still won't activate?
If the key still won't bind after a careful re-paste and the offline path, the key may be tied to a different plan or already at its seat limit — check the seat message above, then reach out to support with the values from Technical details.
Troubleshooting
Next steps
Plans & feature access
What each tier unlocks, how device seats and binding work, and why locked features are shown rather than hidden.
Settings overview
Find the License section and the rest of what you can configure in Scanix.
Troubleshooting
Fixes for scanning, OCR, performance, and licensing, organised by where the trouble shows up.